Associate Support and Market Data Specialist Boston, Massachusetts, United States, Richmond, Vi[...]

Yes Energy, LLC; Massachusetts; Remote; USD 57,000 - 75,000; Full time

Job summary

A leading provider of real-time market data solutions is seeking an Associate Support and Market Data Specialist. This role focuses on delivering exceptional customer support while engaging with complex customer queries in the rapidly evolving North American energy market. Ideal candidates should possess a minimum of two years of technical support experience, strong communication skills, and the ability to translate technical jargon into customer-friendly terminology.

Benefits

Competitive salary

Flexible work schedules

Medical insurance

401(k) Plan with matching

Qualifications

• Minimum 2 years in technical customer support.
• Experience with CRM tools like Freshdesk and Salesforce.
• Strong problem-solving skills and ability to simplify technical information.

Responsibilities

• Provide exceptional customer service for products and data.
• Troubleshoot customer issues regarding application usage.
• Manage support inquiries and maintain customer relationships.

Skills

Problem Solving

Technical Communication

Tools

CRM Software

Job description

Associate Support and Market Data Specialist

Boston, Massachusetts, United States, Richmond, Virginia, United States

Join the Market Leader in Electric Power Trading Solutions

The electrical grid is the largest and most complicated machine ever built. Yes Energy’s industry-leading electric power trading analytics software provides real-time visibility into the massive amounts of data generated by the North American electrical grid every day. Our unique and innovative view of the data informs real-time trading decisions that keep utility prices low and the grid up and running. It’s both challenging work and work with a purpose.

Be a part of our successful, growing business during international transformation.

Position Summary

The Associate Customer Support Representative plays a critical, front-line role in ensuring that Yes Energy lives up to our brand promises: We promise prompt, friendly, and smart customer support and are committed to collaborative partnerships with our customers.

The position serves as a front-line member of the Customer Support Team, answering customer questions related to technical support and application usage. The Associate Customer Support Representative needs to have a basic understanding of our products and data to facilitate efficient troubleshooting, communication of issues, and enhancement requests. This position also plays an important role in maintaining customer relationships, ensuring customer satisfaction, and helping customers optimize the value they receive from Yes Energy’s products and solutions.

Our team is passionate about what we do and dedicated to helping clients navigate the complex and dynamic North American Energy Markets. We work together in a collaborative environment and look to continuously improve our processes to ensure we provide our clients with the highest-quality data possible.

• Salary Range: $57000 - $75000
• Location: Richmond, VA or Boston, MA
• Remote
• Full-Time
• Reporting to: Director, Customer Support

Primary Responsibilities

• Serve as a front-line member of Yes Energy’s Customer Support Team - providing exceptional customer service for Yes Energy products and data, answering questions, troubleshooting issues, and providing technical support to internal and external customers.
• Help customers understand optimal workflows to meet their needs.
• Build skills working with Yes Energy software, including our API and SQL data products.
• Develop skills in value-selling product features and benefits to customers through training and ongoing customer support.
• Work directly with users to understand and resolve their application-related issues.
• Work closely with Customer Success and Product Management to facilitate communication about product issues and user experience.
• Manage, track, and resolve support inquiries and issues via a Client Relationship Management (CRM) system per service level agreements.
• Help us maintain the quality level of service we are known for among our customers.

Minimum Qualifications

• A minimum of 2 years of experience in technical customer support, technical support/helpdesk, and/or technical sales roles is required.
• Experience interacting with CRM software (Freshdesk, Jira, Salesforce, etc.).
• A passion for learning new things and a drive to understand complex concepts.
• Strong problem-solving skills and a curious mindset.
• Time management skills and accountability are necessary to track and manage a ticket backlog per Yes Energy SLAs.
• Ability to translate complex technical information into customer-appropriate language.
• Must be comfortable communicating solutions to customers across various communication mechanisms, such as IM, phone, email, formal presentations, etc.
• Exceptional customer service, with the ability to digest complex technical information and translate it concisely back to customers.
• Ability to troubleshoot and resolve basic technical support and application issues.

What’s in it for you?

• Become a subject matter expert in North American power markets.
• Gain basic SQL and/or Python knowledge and familiarity with APIs.
• Learn how data scientists leverage Yes Energy’s data and AI to generate power market models.
• Subject matter expertise with Yes Energy’s products.

ABOUT YES ENERGY

Overview

Yes Energy delivers real-time market data and electric power trading decision solutions. Over 1,000 market participants use Yes Energy solutions daily. The business is a leader in all aspects of information content collection and management, developing and delivering data and market analytics solutions. Since its inception in 2008, Yes Energy has become a trusted and respected supplier of innovative and reliable solutions focused on the needs of power market analysts, traders, and trade managers. Yes Energy has a team of amazing professionals in Boulder, CO (HQ), Boston, MA, Chicago, IL, and Richmond, VA.

Culture

At Yes Energy, we care about saying “Yes” to customers. We like to listen, learn, and develop solutions per our customers’ needs. We think about customers as business partners, and when we help them to be more successful … we are more successful, too.

Around the office, our culture is driven by some pretty fundamental values that we’re proud of:

• We love innovation and solving tough challenges;
• We are “high standards people” who combine passion and pride with hard work and rewards of all kinds - in an ethic that is consistent across the company.
• We’re team-focused with a flat hierarchy-- we work in small teams on well-defined projects that directly impact the success of the business;
• We play to each person's strengths and experience while each of us also works along a continuum of roles adjacent to our focus area. This presents the challenge of maintaining a broad set of skills and an opportunity to learn and contribute in many ways.
• We are constantly growing. Professional development happens every day and every year.

Compensation and Benefits

We offer highly competitive salaries and real bonuses that are achievable and that you can impact. Our benefits package is also very competitive, including medical insurance, a 401 (k) Plan with matching, flexible vacation, and flexible work schedules. Yes Energy encourages and funds investment in both formal and informal professional development.

Per Colorado law, the salary range provided above is Yes Energy’s reasonable estimate of the base compensation for this role. The actual amount may be higher or lower based on non-discriminatory factors such as location, experience, knowledge, skills, and abilities.

At Yes Energy, we are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your experience doesn’t perfectly align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Yes Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Yes Energy complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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